Examining E-Relationship Marketing Features on Hotel Websites

Abstract

This study developed and tested a progressive five-level e-Relationship marketing (e-RM) model. The authors examined e-RM web features of the top 127 hotel companies. The results indicate that the hotel companies in the study did not extensively utilize higher-level (Accountable, Proactive, and Partnership) e-RM features on their websites although they employed many lower-level (Basic and Reactive) features. The study also reveals that the extent to which a hotel company employed e-RM website features was positively associated with the size of the hotel company but negatively associated with the number of brands held by the company. This article provides an in-depth e-RM literature review and discusses practical marketing implications as well.     

Are lodging customers ready to go green? An examination of attitudes,demographics, and eco-friendly intentions

This study attempted to answer the following research questions: (1) Do eco-friendly attitudes affect hotel customers’ environmentally friendly intentions to visit a green hotel, to spread word-of-mouth about a green hotel, and to pay more for a green hotel?; (2) If so, which facet of attitudes has the greatest impact?; (3) How do their expressed intentions differ across gender, age, education, and household income?; (4) How do such expressed intentions differ based on the existence of previous experience staying at a green hotel? A total of 422 cases were used to answer the research questions. Findings indicate that customers’ green attitudes are, in general, significantly associated with their expressed intentions to visit a green hotel, to spread word-of-mouth about a green hotel, and to pay more for it. Gender differences in such intentions were found, and the intentions were affected by their previous experiences with a green hotel. However, the eco-friendly intentions did not significantly differ across age, education, and household income.     

饭店服务质量的测量与改进

饭店服务质量是饭店的生命。为了改进饭店的服务质量，基于Parsuraman提出的SERVOUAL方法，本文提出了饭店服务质量的满意度测量法，然后，采用鱼刺图对饭店服务质量问题进行分析并提出改进方案，新悦饭店的示例表明，本文所提出的方法是有效的。     

A fuzzy multi-criteria decision model for international tourist hotels location selection

The main purpose of this paper is to present a fuzzy multi-criteria decision making (FMCDM) model for international tourist hotel location selection. In this article we created 21 criteria for selecting the international tourist hotel location acquired from literatures review and practical investigations. And the methods of fuzzy set theory, linguistic value, hierarchical structure analysis, and fuzzy analytic hierarchy process are used to consolidate decision-makers’ assessments about criteria weightings. Finally, an empirical study for identifying the international tourist hotel location selection in Taiwan is conducted to demonstrate the computational process and effectiveness of FMCDM proposed by this paper.     

Understanding the leadership perceptions of staff in China's hotel industry: Integrating the macro- and micro-aspects of leadership contexts

The objective of this paper is to understand the leadership perceptions of staff in China's hotel industry. This study integrates the macro- and micro-aspects of leadership contexts by identifying the contextual variables that affect leadership perceptions. In leadership research, industry setting, the hierarchical levels of an organization, and national culture are recognized as the contextual constraints that affect leadership perceptions, and these constraints were used in this empirical study. Four factors emerged from the factor analysis of a survey study: professionalism; integrity; masculinity or yang; and femininity or yin. A key finding indicates that both the industry setting and the hierarchical levels of an organization affect professionalism. Implications for the training and development of future international hospitality leaders and local staff are considered.     

Expectations of Working Relationships in International Buyer–Seller Relationships: Development of a Relationship Continuum Scale

This study is an attempt to develop a scale to measure expectations of buyer–seller working relationships on a cross-cultural basis in the hospitality industry. The focus is on North American and Asian hotel salespeople. The scale development drew from previous research in guanxi relationships, purchasing, and selling strategies. While the results did not support a reliable unidimensional scale that could distinguish between transactional and collaborative working relationships, the methodology did create a framework for further scale development.     

现代酒店连锁经营优势及其运行策略探讨

文章首先介绍了现代酒店连锁经营的背景,然后阐述了其经营的优势,剖析了其经营形式和运行模式,并就做好现代酒店连锁经营的具体策略进行了探讨。     

THE CASE FOR A COMMUNITY TRANSACTION ENGINE: GETTING COASE FOR THE TWENTY‐FIRST CENTURY

New types of marketplace are now becoming viable. They can slash transaction costs, bring new resources into the economy and expand economic opportunity. These markets can be grown by the private sector. But, to deliver their full potential, they need a change in the mindset of government.     

以企业文化为导向的星级酒店CRM的实证研究

酒店业的高速发展以及顾客的期望值不断提高,如何利用CRM系统来提升客人的满意度,以达到提升酒店竞争力是酒店需要关注的,本文对客户关系管理(CRM)理论研究和国内星级酒店CRM中存在的问题进行分析,最后以三亚丽思卡尔顿酒店基于企业文化创建的CRM系统值得我国国内酒店学习和借鉴。     

Estimating effects of cooperative membership on farmers’ safe production behaviors: Evidence from pig sector in China

This research studies the determinants of pig farmers’ participation in farmers’ cooperatives and the effects of farmers’ cooperatives on pig farmers’ behaviors in adopting safe production practices using data from a household survey of 540 cooperative farmers and 270 non-cooperative farmers from four main pig production provinces in China. The propensity score matching (PSM) method was adopted to deal with possible self-selection bias associated with farmers’ participation in farmers’ cooperatives due to observables, which is further supplemented by a sensitivity analysis to assess the degree to which the PSM results are robust to the presence of unobservables. The PSM results show that the cooperative membership has significant and positive influence on farmers’ propensity to adopt safe production practices and the effects are heterogeneous across a number of key cooperative, farm and household attributes. Specifically, the membership effects tend to be bigger for cooperatives led by Investor-owned firms (IOFs) and farms of small production scale. And the effects tend to be greater for households (1) of medium and high level of education, (2) of less than 10 years of pig production experience, (3) of no off-farm job experience, and (4) that are specialized in pig production. The sensitivity analysis further increases our confidence in the results for the feed use and the breed use, however, the results for vaccination, drug use and waste disposable are more sensitive to the influence of unobservables, therefore should be interpreted with caution.